Narzędzia typu IT Service Management (ITSM) istnieją na rynku od dawna. Bazują na nieustannie rozwijanym wraz z potrzebami klientów zbiorze dobrych praktyk ITIL (IT Infrastructure Library). Obecnie coraz więcej firm przyjmuje jako standard metodologię zgodną z najnowszą wersją ITIL 4. W ostatnim okresie rozpoczęto ekspansję systemów ITSM poza standardowy zakres IT – w kierunku obszarów biznesowych, aby scentralizować i zautomatyzować zarządzanie obecnymi tam procesami. W ten sposób rozwiązania typu ITSM przeobraziły się w Enterprise Service Management (ESM).

Zastosowanie takiego podejścia przynosi firmom korzyści w postaci przyspieszonej transformacji cyfrowej, wzrostu wydajności pracowników oraz wpływu na jakość świadczonych usług. Według stworzonego przez HDI raportu „The State of Enterprise Service Management”, 52 proc. przedsiębiorstw, które wdrożyły systemy zarządzania usługami wychodzące poza klasyczne środowisko IT, odnotowały wzrost zadowolenia pracowników, zaś w 75 proc. zwiększyła się wydajność pracy.


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Bogdan Lontkowski, dyrektor regionalny, Matrix42 Bogdan Lontkowski, dyrektor regionalny, Matrix42  

Często znaczną część dnia informatyków w firmie wypełnia podejmowane w trybie ad hoc „gaszenie pożarów”, zaś użytkownicy są coraz bardziej sfrustrowani z powodu długiego czasu reakcji. Taka sytuacja oznacza, że współpracujący z danym przedsiębiorstwem integrator ma szansę na przeprowadzenie bardzo ciekawego wdrożenia. Dojrzałe, elastyczne narzędzie Enterprise Service Management, jakie oferuje Matrix42, umożliwia stworzenie w pełni cyfrowego środowiska pracy. Dostępny w nim samoobsługowy portal połączony z bazą wiedzy wpływa na podnoszenie produktywności pracowników, jakości wszystkich usług, automatyzację procesów, zadowolenie pracowników, a w konsekwencji osiągnięcie wymiernych korzyści. Coraz więcej klientów zdaje sobie sprawę, że potrzebuje właśnie takiego rozwiązania jak Matrix42 ESM.

  

Matrix42 ma w ofercie rozwiązanie klasy ESM do kompleksowego zarządzania usługami. Jest ono zgodne z ITIL v3 oraz ITIL 4 (ma 11 certyfikowanych przez PinkVerify procesów ITIL 4) i zawiera katalog usług dla użytkowników końcowych, do których dostęp zapewniony jest poprzez samoobsługowy portal. W ten sposób, dzięki możliwości szybkiego samodzielnego rozwiązywania wielu problemów, można w dużym stopniu od-ciążyć działy wsparcia, zwiększając tym samym zadowolenie użytkowników.

Integratorzy mogą także łatwo dostosować elastyczne rozwiązanie Matrix42 ESM do potrzeb swoich klientów. Dzięki narzędziu SolutionBuilder można łatwo zmodyfikować istniejące interfejsy użytkownika lub utworzyć nowe, dopasowane do dynamicznie zmieniających się potrzeb. Z kolei Workflow Studio umożliwia modelowanie metodą „przeciągnij i upuść” procesów, mechanizmów automatyzacji oraz dwukierunkowych konektorów.


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Przykładowe moduły i funkcje rozwiązania Matrix42 Enterprise Service Management   
  • Service Desk zgodny ze standardami ITIL v3 i ITIL 4 (zarządzanie incydentami, problemami i zmianą)
  • Katalog usług z portalem samoobsługowym ułatwiającym interakcję z użytkownikiem końcowym
  • Baza wiedzy umożliwiająca szybsze rozwiązywanie incydentów przez użytkowników końcowych w portalu samoobsługowym
  • Zarządzanie poziomem usług (SLA) w celu spełnienia zapisów umów z kontrahentami wewnętrznymi i zewnętrznymi
  • Baza danych zarządzania konfiguracją (CMDB) zapewnia szczegółowy wgląd w stan usług i ich komponentów
  • Zarządzanie umowami ułatwiające analizę budżetów, przedłużanie kontraktów bądź rezygnowanie z nich
  • Zarządzanie licencjami umożliwiające ocenę stopnia wykorzystania poszczególnych licencji na stacjach roboczych, urządzeniach mobilnych, w centrum danych itd.
  • License Intelligence Service (LIS Standard) – chmurowa baza danych aplikacji zawierająca informacje dotyczące licencjonowania oprogramowania 10 producentów (możliwość wykupienia dostępu do rozszerzonej bazy LIS Premium)
  

Rozwiązanie Enterprise Service Management dostępne jest w ofercie dystrybutorów firmy Matrix42 – Exclusive Networks i Stovaris.